'Back to the 60s' as ombudsman finds systemic issues in telco services

Nearly 27,000 Australians living in remote and rural regions have lodged complaints with the telecommunications ombudsman over the past two years. Issues include reduced coverage following the 3G shutdown, long delays in resolving faults, and burdensome requirements for identity verification and in-person transactions. The report offers 11 specific recommendations and urges the federal government to commission a comprehensive review of the regulatory framework.

Ombudsman Cynthia Gebert emphasized that losing connectivity in these areas goes beyond inconvenience, as it can prevent individuals from calling for help during emergencies, managing farm equipment, and staying connected with loved ones. Isolation and limited competition exacerbate safety risks in these regions compared to urban areas.

Key problems identified in the report involve delays in connections and repairs, uncertainty about emergency call capabilities, and strict identification requirements. The 3G shutdown in 2024 has left some consumers reverting to alternative communication methods, such as UHF radios, to ensure reliable emergency communication. One case involved a 90-year-old woman in Western Australia who faced a five-month wait for a connection despite a medical emergency, highlighting the inadequacy of service in these regions.

The report's overarching recommendation calls for a thorough review of the telecommunications regulatory framework to address ongoing challenges and improve outcomes for rural, regional, and remote consumers.